Online hotel booking: principles for businesses

Feb 27th '19

Principles to help online hotel booking companies change their practices to conform with consumer law.


The Competition and Markets Authority (CMA) has identified serious concerns about certain practices commonly used in the online accommodation booking sector after an investigation into Expedia,, Agoda,, ebookers and trivago who have given commitments to change their practices.


These principles set out the CMA’s view on what online accommodation booking companies need to do to ensure that they comply with consumer law.


The principles for online hotel booking companies, travel agents and hotel companies address issues such as failure to disclose the effect of payments on search results, misleading reference prices, misleading presentation of prices and misleading popularity and availability statements.


Online hotel booking companies that don’t meet their obligations under consumer law by the 1 September 2019 risk facing enforcement action by the CMA.


The CMA have also produced a short guide to therinciples.



If you are unsure whether a marketing practice complies with consumer protection law always seek legal advice.


These documents are not legal advice and should not be relied upon as such.


Source: CMA


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